Refund and Returns Policy
Effective Date: 10-02-2026
Applies to: All chemical sales by Flexi Laboratory Supplies
1. Our Promise to You
We stand behind the quality and safety of our chemical products. If we make a mistake or supply a defective product, we will fix it – but because chemicals are hazardous, we cannot accept returns for change of mind, opened containers, or products that have been mishandled.
This policy gives you clear rules. Your rights under the Consumer Protection Act 68 of 2008 remain unaffected.
2. When Will We Accept a Return?
We accept returns only in these cases:
Situation
What we will do
Deadline to tell us
Wrong product sent
Refund or send correct product
7 business days
Product damaged in transit (leaking, broken, crushed)
Full refund or replacement
Within 24 hours of delivery
Product is defective (fails chemical specs)
Refund, repair (if possible), or replacement
7 business days (or within 6 months for latent defects – case by case)
Product expired on arrival
Full refund
7 business days
Online / phone purchase – you changed your mind (cooling-off period under CPA)
Only if container is sealed and unopened
7 business days from delivery
⚠️ Important: For the cooling-off period, you must return the product unopened and in original packaging. We will refund the product price but not the delivery cost.
3. When Will We NOT Accept a Return?
We will not accept a return, and no refund will be given, if:
✅ The container has been opened, unsealed, decanted, or partially used.
✅ You stored the product incorrectly (wrong temperature, humidity, etc.).
✅ You damaged the product through misuse.
✅ You reported the issue after the deadline above.
✅ You returned the product without a Return Authorisation (RMA) number.
4. How to Return a Product – Step by Step
Email us at info@flexilaboratorysupplies.com within the deadline. Include:
Order / invoice number
Product name & batch number (if known)
Clear photos of the issue (damage, wrong label, expiry, etc.)
Wait for our RMA number – we will reply within 2 business days.
Do not ship anything until you receive the RMA number.
Pack the product safely – use original or UN‑approved containers, clearly mark “RETURN – CHEMICAL”.
Ship using a courier that handles dangerous goods (we can recommend one). You pay return shipping unless we made the error.
We inspect within 5 business days of receiving the product.
5. Refunds – How and When
Approved refunds are paid back to your original payment method.
Timing: Within 15 business days after we approve the return (including inspection).
Deductions: We do not charge restocking fees. If the return is not due to our error, we deduct the original delivery cost.
Sale items are non‑refundable unless defective.
6. Product Recalls
If a regulatory authority requires a recall, or if we discover a safety defect in a product you bought:
We will notify you by email / phone.
You will receive full refund including delivery.
We will give you safe disposal or return instructions – do not return without our direction.
7. Your Consumer Protection Act Rights – At a Glance
Right under CPA
How it applies to Flexi Laboratory Supplies purchases
5‑day cooling‑off for direct marketing
✔️ Yes – but container must be sealed.
6‑month implied warranty against defects
✔️ Yes – we will refund, repair, or replace.
Return unsafe or non‑conforming goods
✔️ Yes – at our cost.
Right to reject poor quality within 10 days
✔️ Yes – for goods you inspected before purchase. (For non‑inspected remote purchases, see cooling‑off.)
